Customer Success Risk Manager

Company Description

About CyberArk:
CyberArk (NASDAQ: CYBR), is the global leader in Identity Security. Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity – human or machine – across business applications, distributed workforces, hybrid cloud workloads and throughout the DevOps lifecycle. The world's leading organizations trust CyberArk to help secure their most critical assets. To learn more about CyberArk, visit our CyberArk blogs or follow us on X, LinkedIn or Facebook.

Job Description

We are seeking a Customer Success Risk Manager to join our Customer Success Engineering team within Customer Success. The ideal candidate is adept at navigating complex, at-risk customer situations, with a proven track record of guiding customers back to stability, even in challenging scenarios, ideally in Customer Success Management. This role requires a hands-on leader who can orchestrate cross-functional teams, respond swiftly when risks are identified by customer-facing teams, and drive mitigation plans to successful outcomes that directly improve customer retention.
If you thrive in environments where proactive risk management meets cross-functional execution, and you have the passion to safeguard customer relationships, this is your opportunity to make a direct impact on retention and satisfaction.

Key Responsibilities:

Risk Identification & Response

• Respond promptly to risks identified and recorded by customer-facing teams and digital programs, conduct health analysis, and ensure all relevant information is captured and assessed.
• Collaborate with Success Management, Support, Services, Sales, Product Management, and other teams to validate risk scenarios and prioritize mitigation efforts.

Risk Mitigation Planning:

• Develop comprehensive risk mitigation plans tailored to specific customer scenarios, leveraging best practices, standardized playbooks, and field experience.
• Define clear objectives, success metrics, priorities, and timelines for each mitigation plan.

Cross-Functional Orchestration:

• Lead and coordinate cross-functional teams to execute mitigation plans, ensuring accountability and timely follow-through, and escalating blockers when necessary
• Serve as the central point of contact for all stakeholders involved in risk mitigation, facilitating communication and alignment. Coordinate internal calls to resolve issues and join external customer calls as needed.
• Track and document remediation tasks, ensuring timely updates and visibility into progress.

Customer Retention Focus:

• Drive actions that directly mitigate customer risk and improve retention outcomes.
• Monitor and report on the effectiveness of mitigation plays, collaborating with the appropriate stakeholders to adjust plans as needed to maximize impact.

Continuous Improvement:

• Analyze outcomes of mitigation efforts to identify trends, bottlenecks, and opportunities for process enhancement.
• Recommend improvements to risk management workflows and playbooks based on real-world results.

Success Measurement:

• Monitor contribution to retention performance by tracking key metrics.  Leverage data-driven insight to inform future risk mitigation efforts.
• Contribute insights on trends, mitigation progress and outcomes to stakeholders regularly.

#LI-CB1 

Qualifications

• Bachelor's degree in Business Administration, Risk Management, Operations Management, or a related field. Equivalent field experience may also be considered.
• Minimum of 5 years working with customers in risk management and customer success scenarios or escalatory situations, or equivalent experience managing high-stakes projects.
• Experience interacting with risk analytics, process documentation, and business applications like Tableau, Salesforce, Gong and Gainsight.
• Strong data analysis skills to assess risk impact and mitigation effectiveness, interpreting customer health data and sentiment.
• Excellent cross-functional leadership and communication skills, with the ability to inspire and guide cross-functional teams toward shared goals.
• Proactive, hands-on approach to problem-solving and process improvement.

Additional Information

We are proud to foster a diverse and inclusive workplace, where every individual's unique background, perspective, and contribution is celebrated. We believe that by embracing diversity, we drive innovation and create a stronger, more united team. Inclusion is at the heart of who we are and how we succeed. All qualified applicants will receive consideration for employment without regard to race, colour, age, religion, sex, sexual orientation, gender identity, or disability. Upon conditional offer of employment, candidates are required to complete a comprehensive background check as per our internal policy.

CyberArk is an equal opportunities employer. If you would like any special arrangements made for your interview, please inform the EMEA Talent Acquisition team upon your application so that we may take steps to accommodate your needs.